How does queue management system work Archives - RSI Concepts - Top IT Solution Provider Company in Dubai, UAE

January 5, 2022February 26, 2022

Why Bank should Integrate Appointment Booking System with a Queue Management System?

A queue management system and an appointment booking system, both are two different systems and most of us are quite familiar with them too. Both have their application and are used to facilitate the customers and to enhance their experience and interaction with the business. In case of banks the customer experience is always the top priority, especially the banks that are located in Dubai or anywhere else in the UAE. The customer experience and customer satisfaction is considered to be the key to success. The UAE is a very competitive market for the banks, there are too many options available for everyone, if a bank fails to satisfy the customers they will not going to think twice before switching to another bank. The market have changed since past few years, the digitalization on large scale, the COVID situation and multiple other factors have left profound effects on the market trends and customer behavior. Now a day’s people are more adoptive and comfortable with the technology, in fact people also expect from their favorite brand to offer some kind of digital interaction or a digital solution that can enhance their experience and interaction.

Banks all over the UAE are proactively seeking new methods and techniques to deal with the new trends and customer’s expectations. There are certain things that we already know can ruin the customer experience, such as unmanaged queues, long waiting time, poorly organized customer flow, low quality customer service, etc. Customers don’t want to wait, in fact studies have shown that in general a customer would like to wait for up to 10 to 13 minutes at maximum, any wait time more than that start affecting their experience. Customers and visitors are also more conscious about their safety and health, though the COVID situation in our country is under control but still the effects of that have changed our general behavior. A queue management system can be a great relief for the banks and the customers too, but everyone is doing that, there are certain things that can be added to the queue management system to further improve the customer experience, one of them is integrating an appointment booking system.

Here is how an appointment booking system can be integrated with a queue management system and how it could help transforming the customer experience and customer journey in the banks:

Introduction to Queue Management System

A queue management system is a technological solution that help banks to streamline their customer flow, improve their customer’s experience and customer journey to ensure the ultimate customer satisfaction. The customer satisfaction is the primary goal for any business whether it is a bank or any other business organization. The customer satisfaction means that when a customer leave your premises after availing a service, they left happy, satisfied and fulfilled. This will make them loyal to the brand and will also directly or indirectly improve various factors which are good for long term sustainable growth and profitability. The queue management system is a great tool to monitor and analyze the customer journey and various business process and it also monitor various employee KPIs. All the data is combined to generate valuable business intelligence which than can be further analyzed with in-built analytical tool to compile comprehensive and summary reports.

Banks can utilize a queue management system to improve their customer journey, operational capabilities and it will also help them to increase profitability. Satisfied customers are more loyal and play a vital role in long term growth.

Introduction to Appointment Booking System

An appointment booking system is a digital tool that allow the customers and visitors to book a spot to meet up with the customer service or sales agent or simply to get a service done from the business. Banks and other financial institutions in Dubai and all around the UAE are investing heavily in productivity solutions and systems. The banks are well aware of the importance of the digital solutions and also the human to human interaction. That is why the customers and visitors are always welcome at the banks. The human to human interaction is critical to build trust and to establish long term relationship with the customers. However, if a customer will have to wait for a very long time before they get a chance to meet the bank representative, it is extremely hard to deliver satisfactory service. That is why the appointment booking systems and tools are used.

The appointment booking system ensures that the customer get a schedule for meeting the right person at the most convenient time for them and they don’t have to wait, so they can peacefully interact with the staff and get the service done.

How Appointment Booking System can be integrated with a Queue Management System?

The Appointment booking system is a software program that allow the customers and visitors to sign-up or register and schedule an appointment. The appointment booking system can provide various information which are helpful for the appointment booking, for example, it can provide the list of bank relationship managers or customer service representative along with their availability, etc. Such information help the customers and visitors to book appropriate time as per their needs. Moreover the customer can book appointment by calling to the bank help center or through the mobile application. On the day of appointment the queue management system can issue a ticket and provide the customers with the estimated time of their turn. This results in very little wait time or no wait time at all. Which is excellent for customer experience and customer satisfaction.

All these functionalities and many more required data synchronization and integration in real-time. Both the appointment booking system and the queue management system pull and push data from each-other and also from various other systems. All this is achieved with secure web services or APIs. The APIs make it possible to link two separately managed databases and also connect the systems with the central information center of the bank.

The Benefits of Integrating Appointment Booking System with a Queue Management System

When an appointment booking system is integrated with a queue management system the bank can have several perks and it can also offer various innovative features to improve customer experience and customer satisfaction. Here are some benefits of integrating an appointment booking system with a queue management system could help banks to enhance its customer’s experience:

Offer freedom to book a time of service as per the customer’s convenience
Allow customers and visitors to sign-up for virtual queues and enable virtual queuing
Provide customers additional information about the branches
Allow customers to choose any service agent or the one which served them the last time
Prioritize the premium customers and segregate them to improve customer flow
Reduce the wait time to literally none
Improve customer journey and customer experience by optimizing various business processes
Help service agents and staff to improve their performance and efficiency
Collect customer feedback data and gather business intelligence
Integrate smartphone applications for appointment booking, queue management and feedback
Provide live queuing information to the customers via SMS, Online Portal or Mobile Apps
Improve overall operational capabilities and optimize the use of resources
Reduce per service cost and increase profitability
Reduce customer churn rate
Improve customer loyalty and brand reputation
Ensure long term success and growth

Enabling the virtual queuing, remote sign-ups and appointment booking can really enhance customer experience and customer journey. The appointment booking system allow the customers to get live information about the schedules, busiest hours, busiest branches, and much more. The smartphone application offer various innovative features to further improve customer journey. For example, the smartphone application can offer a branch locator which provide details about the branches their timings and other details that help the customers and visitors to schedule their visit. Once an appointment is booked the queue management system can issue them a virtual token for their queue. The queue management system can also provide live queuing data to the customers and visitors which help them to plan their visit. Several channels can be used for reminders, notifications and alerts to make sure the customers don’t miss their turn.

Moreover the queue management system can also collect customer feedback data, which can be added to the main business intelligence which is also being collected from each and every touch point of the customer journey along with various stats and employee KPIs. Such data is extremely helpful for the banks. The management can easily prepare actionable reports and make policies to make improvements wherever needed. The employee KPIs can also be provided for the HR usage.

Conclusion

Banks in Dubai and all around the UAE are working in a very competitive market. The customers also have high demands and market trends are also getting changed all the time. In such scenarios businesses often innovate new solutions or combined two available solutions to innovate the utility. That is why integrating an appointment booking system with a queue management system is such a wonderful idea. Both systems are used for customer happiness and customer satisfaction. When combined, the results could be astonishing. When integrated with a queue management system an appointment booking system takes the customer queuing to the next level, it added value to various business processes and it offer ultimate freedom and control to the customers. It also boost the agent’s performance and improve profitability. RSI Concepts is a leading customized software development company with having appointment booking system and queue management system as the two most popular products. If you are interested in improving your bank’s capabilities and to increase customer satisfaction, feel free to let us know. If you want to learn more about the topic, please free to leave a comment in the comment box below and we will get in touch with you soon.

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December 27, 2021February 26, 2022

Bank Branch Transformation with High-tech Queue Management System

These day’s in UAE almost every bank is offering digital service channels to their customers to facilitate them. However, when customers come to visit the bank at the physical branches it could get very difficult to manage the customers and maintain agood customer experience. Another big challenge is the health and safety concerns. The bank branch occupancy limits and the social distancing rules are also adding to the queue management problems and making it difficult to provide a good quality service and satisfactory customer experience. The market trends and customer’s expectations have also been changed, now a day’s people are more adoptive and inclined towards digital interaction. In fact studies have shown that more than 80% of the ordinary customers are expecting from their favorite brands to offer some kind of digitalized interaction. A high-tech queue management system can bridge the gap between the physical and the digital customer experience and it can significantly improve the customer journey.

For any bank branch it is extremely important to manage their customer’s wait time and journey to ensure they have a great experience. The studies have shown that an average customer can willingly wait for around 13 minutes beyond which they start developing a negative experience with the bank. A queue management system is not only about managing the waiting experience, in fact a modern day high-tech queue management system is a very capable tool which can enhance and improve the waiting experience and the entire interaction of the customer with the bank branch. A high-tech queue management system not just only manage customer wait time but it can manage the entire customer journey from pre-arrival to post-servicing activities. The bank branch transformation and digitalization is only possible with a modern and high-tech queue management system that can offer innovative solutions of the customer journey problems and help banks branches to achieve the higher customer satisfaction without investing anything additional in human resource or in other resources.

What is a Queue Management System?

A queue management system is a combination of software and hardware components. In Dubai and all around the UAE there are several different types of queue management systems used by the businesses. The main objective of using any queue management system is to facilitate the customer flow and to ensure a better waiting experience. Apart from that a modern day high-tech queue management system also manages several other steps of the customer journey and it also provides a detailed business intelligence and insight to let the management draw specialized conclusions which further help them to improve various business processes and customer journey. A queue management system comprises of a sign-up terminal/channel (which is usually a ticket dispensing kiosk), digital signage, announcement systems, counter plates/displays and software dashboards for the administration and for the servers/agents. These tools are designed to facilitate the both the customers and the staff during the customer journey. There are several other hardware and software components which are widely used by the businesses but from the user point of view the operation is almost the same.

What is a High-Tech Queue Management System?

Well a queue management system is always a queue management system, but there are some queue management systems which can offer an entirely different kind of features that help transforming the bank branches and the customer experience. For example the old Nokia 3310 was a mobile phone and the modern iPhone is also a mobile phone, both are capable of calling and texting, but the iPhone is considered to be more high-tech and advanced as it offers various additional features and makes it more effective and useful. Similarly a high-tech queue management system manages the customer flow and queues but in a better way and it can also offer numerous new features which increase its importance and usefulness. For example a high-tech queue management system offers multiple channels for the sign-up such as QR Code, SMS, Mobile App, etc. It can also support virtual queuing which allow the customers to sign-up and wait in virtual queues and only arrive at the bank branch when their ticket number is called, hence technically there is no wait time at all.

Here are some features of a high-tech queue management system that enable a very quick and cost-efficient bank branch transformation:

Multi-Channel Sign-up & Virtual Queues

The high-tech and advanced queue management systems support multi-channel sign-up. Traditionally there is a ticket dispensing device or an interactive kiosk which help the visitors and customers in the bank branch to sign-up for the queue. However, the high-tech queue management system offers additional channels for the sign-up such as remote sign-ups through the web-portals, smartphone apps, SMS, QR Code, etc. This flexibility enhances user experience and facilitate the sign-up process. The remote sign-up channels sign-up the customer for the virtual queues, it means they will be treated as they are physically present in the actual queue but in reality they can wait outside, or arrive only when their turn come. The queue management system can keep sharing the queuing information and updates via a suitable channel to keep the customer up to date. The queue management system can also send alerts and notification so the customer won’t miss their turn. The multi-channel sign-up process eliminates the need of waiting inside the bank branch hence the actual wait time is significantly reduced or none. The remote sign-up allows the customers to wait outside the bank branch and they don’t need to wait in the crowded lobbies or waiting areas.

Seamless Customer Flow & Automated Customer Journey

The banks are the organizations where daily customers’ visits are inevitable, some days of the weeks are busier and some are not, sometimes the entire bank branch is fully occupied, in all such scenarios the management and staff have the prime goal of ensuring a great customer experience which is not impossible with slow moving queues and long waiting time. A bank is offering several services at a bank branch and they are also dealing with different categories of the customers too. For example, some counters are exclusive only for VIP or Premium customers, some are for business customers and some for individual customers and so on. Similarly there are certain counter who only deal in certain services or even some counters are exclusive for only a single service. These all are real life scenarios there could be so many other possibilities as well. In such situations it is crucial to segregate customers as per their need and mode of service or any other policy and then direct them to the designated counter to prevent any confusion or unwanted delays.

A high-tech queue management system is designed to handle all such scenarios including features that allow the banks to implement customized policies in each branch. Usually the queue management system identify the customer by the selection of the service they had selected while signing up for the queue. Later it automatically route each customer to the appropriate counter. In case if any server or agent went for a short break or something, the modern high-tech queue management system is capable of routing the customers to the alternate counters as well. All the data and monitoring is happening in real time and the queue management system software is also taking decisions in the real time, so everything is managed automatically without any human intervention. This features makes the customer flow very quicker and it also prevent a lot of problems that could occur in a real life scenario. The automated customer journey feature can also balance workload of different counters and with a dedicated administrative control panel the bank head office or the bank branch manager can control these polices and work flows as well.

Powerful Software Tool & Administrative Control

The modern high-tech queue management system has a powerful software engine and intelligent algorithms which ensure excellent efficiency and ultimate performance. The queue management system consist of an administrative dashboard which is for the branch management and the head-office management, the second part is the agent/server dashboard, which is designed to aid the service delivery process and various other business processes. The agent dashboard can be linked to many other organizational tools and systems which reduce the work of the server/agents and expedite the service delivery process. The administrative dashboard allow the management to remotely manage and monitor the entire queue management system and all connected branches. The head-office can instantly update and push policies to all or selective branches via administrative dashboard and they can perform several other administrative functions.

Our high-tech queue management system is also equipped with ability to integrate with other systems and tools which enables it to share information, data and stats with other systems and get access to the data from other systems within or outside the IT infrastructure of the bank. Such integration expedite the service delivery process and can reduce various customer journey steps. Moreover the integration is also very useful in sharing business intelligence and analytical data with other systems in various reporting formats. The high-tech queue management system is also very capable of triggering alerts and sending notification in real time as per the set policy and parameters.

Reduction in Customer Wait Time and Enhanced Waiting Experience

The high-tech queue management system offers multi-channel sign-up process, virtual queuing and various business process improvements which reduce the entire customer journey hence the waiting time is reduced. The queue management system comes with digital signage and audio-visual announcement system which is used to improve customer’s waiting experience in the waiting area. The digital signage is used to display the live queuing information and banks can also run adverts, multimedia content and engaging material which keeps the customers engaged while they are inside the bank branch. It reduces the waiting stress and improve customer’s waiting experience. The automated customer flow and customer routing functionalities can significantly reduce the customer wait time. The agent dashboard is very helpful in expediting service delivery process which also help reducing the overall wait time of the customers.

The queue management system can also provide live queuing information on other channels such as SMS, mobile apps or customer portals. Which also keep the customer engaged and allow them to remain up-to-date. Which enhances their waiting experience even if they are outside the bank branch. The queue management system can send several alerts and notifications to make sure the customers who are waiting outside don’t miss their turn.

Gather Business Intelligence and Collect Customer Feedback

The business intelligence is the most important part of any digital system or tool. The high-tech queue management system is equipped with smart and intelligent algorithms and analytical engine which enables it to collect the statistical, usage and monitoring data from each and every touch point throughout the entire customer journey. The reporting mechanism is also capable of measuring and monitoring various KPIs for the employees and various other aspects. All this data is collected in real time and then automatically processed, furthermore the administration can also implement various analytical tools to compile reports. These reports help the management to draw precise conclusions to evaluate their current strategies and it also help them identify the areas of the improvements.

The customer feedback is one of the most crucial part of the business intelligence data and it provides a direct window into the customer’s mind. Which help banks identifying the problems with the customer journey or any other business process. The banks can also conduct various surveys to get deeper insight which can be later utilized along with other business intelligence inputs to draw future policies and strategies.

Conclusion

The advanced high-tech queue management system can significantly boost the customer experience and improve their journey throughout the bank branch. The queue management system allows various sign-up channels along with virtual queuing which provide more flexibility and convenience to the customers and visitors. With the help of these facilities the customer are no longer required to physically wait inside the bank branch. In fact they could be signed-up for the virtual queues via virtual or remote sign-up methods. The automated customer flow management and customer routing mechanism automatically control the customer flow and maintain a balanced workload for the employee as well. Which not only reduce the wait time but also help boosting the staff performance as well. Collectively all these factors help reducing the waiting time and improving the customer experience and customer journey. Our high-tech queue management system also help collecting customer feedback and gathering vital business intelligence data which can be later analyzed by the in-built tools to compile reports. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the high-tech queue management system or if you are interested in a quote, feel free to contact us through our Contact Us page or leave a comment below and we will get in touch with you soon.

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November 4, 2021

Queue Management System and Predictive Waiting Time

Queue management systems have become an essential part of the digital offerings by any business to its customers. In Dubai and all around the UAE businesses, especially service based sectors are heavily relying on the queue management system to maintain a desirable customer journey and satisfactory customer experience. However, in the technology world things got changed very quickly. Businesses these days are implementing highly advanced queuing methods and technologies to be able to stand out in the crowd. The main objective is always to ensure customer satisfaction and maximum operational efficiency. Although it might sound very simple but in reality the customer flow management and queue management is not a simple task. It is a very complex and highly sophisticated process that each business will have to go through on daily bases. In simple words there are too many moving parts and things can go south really quickly. That is why businesses are very concerned about queuing methods and the technology they are using.

When it comes to the customer journey and the customer experience the wait time is one of the most impactful factorsand it has capacity to completely ruin everything if not managed properly. That is why for eight out of ten businesses the prime objective of deploying a queue management system is to minimize the customer waiting time and to improve their waiting experience. The queue management system can significantly reduce the customer wait time and it can also improve the customer flow and customer journey. The predictive wait time is a very technical phenomenon but it is also very important that is why we have decided to write about it. I will try to explain the predictive wait time in the most non-technical way possible.

What is Predictive Waiting Time?

The typical predictive waiting time is the measurement or calculation of the estimated wait time for any customer waiting in a queue. However, it is not that simple anymore, now a days, businesses are utilizing the digital queue management systems which makes it easier to manage queues, but it complicates the predictive waiting time calculation. Only a few high-end queue management systems available in Dubai or anywhere in UAE are being able to accurately measure the predictive wait time such as RSI Queue Management System is a highly advanced queuing solution and it can effectively measure the predictive wait time and it can also integrate it within the on-going queuing process which have several perks. Usually the predictive wait time calculation is done on the bases of various inputs, such as:

The number of customers waiting in the on-going queues
The number of customers arriving per hour
The number of estimated customer arrival in the next hour on the bases of previous stats
The average service delivery time of the agent and also required by each service that is in queue
Some other behavioral and historical patterns

This is how the predictive waiting time is calculated. Now a days the job is done by the intelligent algorithms and businesses doesn’t have to worry about the any of such calculation. But it is important that the digital queue management system a business is using or planning to implement must have the predictive waiting time feature in it.

How a Queue Management System Calculates the Predictive Waiting Time?

Any high quality queue management system always calculate the predictive waiting time. The digital queue management system is a very capable tool or gathering statistical data and business intelligence. As the entire queuing process is being handled through the queue management system it is a lot easier to measure and log each and every activity. These days the technologies that are used to build a queue management system software are highly advanced and with a simple logics and algorithms the queue management system can capture all the data points that are required to calculate the customer predictive waiting time. Each digital queue management system have an in-built reporting module. That module gather the statistical data and also log all the activities to compile comprehensive historical data which is then being used to prepare several types of reports. The same data inputs are being used to do the mathematical calculation of the predictive waiting time.

The queue management system always keep a log of all incoming customers with a time stamp. The intelligent algorithms and software engine use those logs and timestamps to accurately identify the busiest and the least busy hours of a day. Similarly the system can also identify the busiest days of the week and the month and vice versa. These measurements provide the system with a clear understanding of the customer flow and what to expect at what hour of which day of the week or month and so on. This details is the fundamental of the predictive waiting time calculation.

The queue management system is also very capable of measuring various employee performance KPIs and several other indicators that help them calculate the average of the service delivery time. For example, the queue management system can easily calculate which service agent spent how much time on which service delivery and also what is the time variation during the busy work hours and otherwise. This help the queue management system to accurately measure the average of the performance of each agent/server for each service. As businesses usually offer multiple services and some agents are good at some services and not so good with others. So the queue management system can easily record all these performance variables and put them in the main predictive wait time calculation.

In addition to that the queue management system can also effectively integrate the recent or current day data within its calculation when the quantity of the data got raised from a predefined threshold values. This increases the accuracy of the predictive waiting time.

Why do we need Predictive Waiting Time?

The predictive waiting time not only help the management to make quick plans and to take on-site actions for better customer experience but it also improve customer’s waiting experience. Whenever we don’t know about the outcome the human brain triggered a state of fear and uncertainty which is very bad for customer experience. It always helps to reduce the stress of waiting if the estimated time is mentioned on the ticket or is provided to the customer while they are waiting in the queues. The perceived wait time is always too high than the actual wait time, so having a knowledge of estimated time to turn can have a very calming and pleasant effects on the customers and visitors. That is why the predictive waiting time measurement is very important and crucial for the customer satisfaction. A digital queue management system is a very effective tool to calculate the predictive waiting time automatically.

Read More: Queue & Waiting Time Management

Conclusion

The only reason why businesses use a queue management system is to enhance the customer experience and their operational capabilities. A queue management system help businesses to provide an excellent customer journey to its customer to ensure maximum customer satisfaction. The digital queuing solutions are also very helpful in boosting staff performance and service quality. When it comes to the queue management and customer journey the predictive waiting time is a very important factor. Businesses should have a better solution to measure and utilize the predictive waiting time to enhance the customer experience and to obtain higher customer satisfaction. A high end queuing solution like RSI Queue Management System is an ultimate tool to manage customer flow and customer journey. It has in-built features and algorithms to automatically calculate the predictive waiting time and to put it on play where it can facilitate the customer experience as well as the management and administration. If you want to learn more about our queuing solutions or about the topic feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

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October 17, 2021

How Can Digital Queue Management System Improve Customer Experience?

Businesses in Dubai and all around the UAE are investing huge in customer satisfaction solutions. The customer satisfaction is entirely based on their experience with a business. If their experience is satisfactory they will keep doing businesses with the brand and become more loyal to it. If their experience is not satisfactory they will not going to do any business in future. The customer loyalty is the foundation of progress and long term success. It has many benefits, such as cost reduction and better ROIs in communication and marketing, enhanced brand reputation and higher profitability. These are fundamentals for growth and expansion. A business can’t sustain growth without a strong foundation. The loyal customers are the one which can provide a strong foundation and also help businesses and brands to grow and expand. The customer loyalty is almost completely dependent on the customer experience and customer satisfaction.

The customer experience and customer satisfaction can be enhanced and improved by an effective digital queue management system. The queue management systems are specifically designed to transform customer journey, aid various business processes and to improve employee performance. On top of that the queue management system are excellent at providing important business intelligence data which can be used by businesses to make informed decisions, take quick actions and to build their future strategy which aligns with the customers’ expectations, needs and help business to ensure a continuous steady and sustainable growth.

Here is how a digital queue management system can improve customer experience:

Digital Queue Management System Reduce Wait Time

One of the most impactful factor in customer experience is the wait time. If the wait time is too long the customers will get anxious, it will stress them and it will also ruin their mood. When they will reach at the counter, it will be very hard for the service agent to satisfy them. This will also put stress on the employee and could affect their performance and spirit. There are actually two wait times, one is the actual wait time which is measureable amount of time that a customer had to wait from entering into the premises to sign-up and getting the service. There is a perceive wait time, this is more like a psychological impression, usually when we have to wait unwillingly or we don’t have any other choice but wait and the waiting experience is also boring, the perceive wait time could feel a lot longer than the actual wait time and it also impact customer experience and their happiness.

A digital queue management system is very capable in reducing the actual wait time and it can also improve waiting experience which also help minimizing the impact of the perceived wait time. Hence with the help of a digital queue management system the businesses can not only reduce the actual wait time but businesses can also effectively reduce or completely eliminate the effects of perceived wait time. The queue management system digitalized the queuing process, customer flow and also control the actual queues and in some cases virtual queues with the help of a powerful queue management software. This also help reducing the workload and dissatisfaction of the employees and further help enhancing the customer experience. A good customer experience led to a happy and satisfied customers which is great for customer retention and customer loyalty.

Digital Queue Management System Streamline the Customer Flow

For business in Dubai and all around the UAE another major problem that is affecting their customer satisfaction is the customer flow. Different businesses operate on different queuing models and on the bases of these models they set policies for customer flow. For example some businesses have first come first serve model. Some might have different dedicated counters for different services, and some might have stepped services, which require a customer to arrive to more than one counter to get a full service delivery done. For each scenario the customer journey is managed differently. In addition to those scenarios business have VIP or Premium customers, some businesses have priority counters for disabled and old people and so on. All these scenarios and variables can complicate a manually managed queuing process. The complex customer journey management also led to other problems which can completely ruin a customer experience and a business can end up having too many unhappy customers.

A digital queue management system is capable to dealing with all such scenarios. All a business need is a small configuration change to update its policy and customer flow mechanism. The digital queue management system can also identify the customers either by their identity or by the service they signed-up for which allow the business to manage different customer journeys differently and also improve customer flow in all applicable scenarios. Automatic customer flow management enable the business to maintain a happy environment and it also put less strain on the employees. Collectively all these improvements contributes to ensure excellent customer experience and satisfactory service.

Digital Queue Management System Helps Improving Business Processes

A digital queue management system is a very powerful business tool it help business to transform the customer journey and customer experience. The modern day queue management systems are built on a highly advanced technology platform which allows achieving unconventional features and capabilities as well as it is very flexible with integration to third-party systems. The third-party system integration can be very useful for certain features. For example the sign-up process of a digital queue management system enables the businesses to capture some information which can be used to further personalize the customer experience and customer journey. For example if a business is identifying the customers and the service they want to avail, it can pull data from the central information center or customer data base and push it to the agent dashboard for quicker service delivery. This can be achieved only if the queue management system is integrated and synchronized with the system which is holding the customer data and other relevant information.

The digital queue management systems are very capable in automating various service delivery processes to further improve the customer experience and customer journey. The automation and third party integration can also reduce a few service delivery steps which can further accelerate the process. Some businesses are using hardware devices to obtain more data from the customers without complicating the customer interface at the interactive kiosks used for sign-up process. For example the business can link an Emirates ID scanner with the kiosk to obtain various data fields, and a passport scanner can also perform the same for the international or non-citizen customers. There are tons of hardware accessories and peripherals that can be integrated in a digital queue management system to improve various business processes and to enhance the customer experience. A business can innovate a lot of new features and functionalities that can be helpful in improving the customer experience and reducing the wait time or service delivery time by integrating a lot of software and hardware accessories.

Digital Queue Management System significantly improves the Customer Experience

A digital queue management system significantly reduces wait time, improve customer flow, automatically manage customer journey and customer routing and it can expedite the service delivery process by improving various business processes and reducing the service delivery steps. The digital queue management systems can also boost employee performance and ensure every employee work under balanced workload conditions. Which boosts employee performance and have positive impact on the customer experience. The digital queue management systems always have large digital signage screens to display live queuing information and to make announcements. These digital signage displays are a good tool to push multimedia and marketing content which can increase the customer engagements and reduce the stress of waiting. Such features and facilities have great impact on customer experience.

These days’ businesses are rapidly adopting digital tools and integration with their queue management system. For example, an online appointment booking module provide an estimated time of service which allow the customers and visitors to arrive only closer to their expected time of service. This can reduce the wait time by a lot. Another trend which is making its way in Dubai and all around the UAE since the mid of 2020 is the virtual queuing and mobile-enabled sign-up processes. The virtual queuing allows the customers and visitors to sign-up remotely and arrive only at the very time when their turn came. The customers can sign-up using a QR Code, or an online link, or through websites, customers portals, mobile apps or even via SMS or Email. This facilitates the sign-up process and make it very easy for the customers.

The queue management system mobile apps are also gaining popularity with their location tracker and trip planner features the customers can easily plan their trip and find their way to the least busy branch or as per their convenience. These all features have completely revolutionized the queuing and customer flow and helping businesses to satisfy their customers and visitors with least efforts.

Digital Queue Management System Improve Staff Performance

For any business their staff performance and per service cost is also very important. In order to obtain higher customer satisfaction and customer retention rates the business usually add more counters and staff to improve their customer experience and journey. However a digital queue management system can do the both without increase the expenses. Hiring more staff, training them and maintaining them is a very expensive tasks. Business need more staff for various purposes. However a digital queue management system with its digital interfaces and freedom choice to interact with the business using various channels and platforms minimize the need of hiring more staff. In fact a good quality digital queue management system is very helpful in optimizing the existing resources and improving their efficiency. The improved staff efficiency led to a better customer experience and satisfactory service delivery.

If all the queues, customer flow and customer journey is managed by the automatic queue management system software and tools, then there is no need of additional staff at all. The digital queue management system also facilitates the service delivery process and reduce the work load of the staff. The agents and server can easily focus on their primary tasks rather than intervening in customer flow and crowed management tasks. This enables the staff to perform well and let a server or agent to serve more customers in a single shift. The digital queue management systems can also effectively track the staff performance and employee KPIs which is also very helpful in resource management and improving staff performance. All these features are very helpful in reducing the cost and can increase the operational capabilities of a business without requiring any additional resources. The cost reduction and intelligent resource management increases the profitability.

Digital Queue Management System’ Business Intelligence Help Improving Customer Experience

The business intelligence and data collection is an important aspect of customer satisfaction strategy. Business in Dubai and all around the UAE often overlooked the importance of the business intelligence and analytical data. A digital queue management system not only capture the statistical and usage data of all the touch points in the customer journey but it is very capable in collecting various KPIs and customer feedbacks. The business intelligence data can provide the businesses with a deeper understanding of their customer’s behavior, staff performance, and it can accurately highlight the areas of improvements. A digital queue management system provide reliable data that can be used to build future strategies and help businesses in improving their existing products and services and also provide directions for creating new products and services to boost customer satisfaction.

Business can easily identify which products or services are most popular, which employee is performing better and which feature or attribute of their product or service is admired the most. Business can also collect direct customer feedback via a digital queue management system’s in-built customer feedback module or integrating it with an existing customer feedback collection tool. This will allow them to make the customer feedback collection simpler and easier for the management as well as for the customers. For example let us assume the customer feedback scenario via a touch screen display or tablet stand at the counter. If a business need actionable reports from the customer feedback data then they must have to make it more precise and they should be able to capture all necessary fields of the input data as well. Usually business require customer identification, which customers don’t like to provide, as it takes time. But with an in-built tool or integrated customer feedback system the business doesn’t need the customers to identify them, in fact it can link their ticket and timing of service to automatically identify them.

That is just one example, the digital queue management system can help in many areas and can collect valuable business intelligence data. Furthermore the integration with third party systems allows the business to fetch or push data from and into various organizational tools and enterprise solutions to make the business intelligence more comprehensive and useful. This allow them to prepare great reports which can be catered directly to the corresponding personals or departments to take actions. These reports and business intelligence data allow the business to make strategies and policies that are in-line with customer’s interests, their need and their expectations. Business can significantly improve the customer journey and customer experience with the help of business intelligence data.

Conclusion

A digital queue management system is an ultimate tool to transform customer journey and customer experience. Business always struggle with customer flow and queue management. A digital queue management system can help business in automatically controlling the customer journey and streamline the customer flow in a seamless manner which can significantly improve customer experience and also it doesn’t put any additional pressure on the business. The reduction in wait time, virtual queuing, mobile apps, digital channels, communication, in-premises features, staff performance improvements, and such features can significantly improve customer experience and increase business’s operational capabilities which also improve profitability and help reducing the cost. The customer satisfaction help building brand reputation and increase growth rates. The loyal customers are a great asset from the business it provide a foundation where business can built future strategies to achieve their goals and targets. RSI Concepts is a leading digital queue management system provider in Dubai, UAE. If you need help with your queuing needs or want to learn more about our queuing systems and customer journey transformation solutions, feel free to reach us out through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

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September 11, 2021

The Ultimate Guide to Queue Management

In any service based industry in Dubai or anywhere in UAE the biggest problem every business and customer face is the long wait time and hard to manage queues. No one likes to wait. Whether you are a bank, a government office, a healthcare facility, an educational institute, a service provider or anything else, you will always find it difficult to manage the queues and your customers will always complaint about the long wait time. This not only ruin the customer journey and customer experience but it also destroys the brand reputation and the customer relationship. Which could have very bad consequences in long term and could jeopardize the future of the business or organization. It is difficult to completely eliminate the waiting, but it can be reduced, organized and managed to make the customer waiting experience more pleasant and their journey more satisfactory. For that a queue management system is used.

What is a Queue Management System?

A queue management system is used to manage the customer flow effectively, organize the queues, and reduce the customer wait time. This is the very basic definition of a queue management system. However, these days the business and organization in Dubai and all around the UAE are using the queue management system to transform the customer journey and customer experience. The main goal for any business of organization is to have satisfied customers. That is what a queue management system is used for. But it also provide other benefits, such as it increase employees’ work efficiency, it help improving profitability, reduces expenses and help improving customer relationship with the brand. The queue management systems are also a great source of valuable business intelligence which is vital for decision making and planning for the future. From the technical point of view a queue management system is a tool that help building and managing queuing processes, waiting line disciplines, customer routing, services channels, KPIs, feedbacks, statistical data and much more.

The digital queue management system consists of several different parts but all these parts can be classified in two main categories, the software and the hardware.

Queue Management System Hardware Components

A variety of hardware accessories and components can be added and integrated in a queue management system to achieve certain functionalities, however there are some essential queue management system hardware components:

Self-Service Interactive Sing-up Kiosk/Ticket Dispensing Kiosk
Digital Signage Screens
Counter Plates
Announcement System/Audio System

Some non-essential but popular components are:

Emirates ID Card Reader
RFID Reader
QR Code Reader
Payment POS and/or Cash Acceptance

There are a lot many other components that can be added to meet certain needs and unconventional requirements. Here are the details of all essential hardware components:

Self-Service Interactive Sing-up Kiosk/Ticket Dispensing Kiosk

The self-service interactive sign-up kiosk or ticket dispensing kiosk is used to allow the customers and visitors to sign-up for the queues. Usually a business is offering multiple services, and mostly certain counters are dedicated for certain services. Whatever the case is, a customer or visitor can select the desired service from the available services list and sign-up for that queue. Even if there is only one counter the self-service interactive kiosk is helpful for sign-up process, it saves time and automate the sign-up process. It also dispense a ticket bearing the customer number in the queue with estimated time to their turn or any other additional information or marketing content.

Digital Signage Screens

The digital signage screens are a very important hardware component of any queue management system. The screens are used to display the real-time queuing updates and other relevant information. It can also provide the list of the active counters along with the current ticket number serving on the counter. Businesses can also display the estimated time for the next few customers in line. Such information are very helpful in improving customer’s waiting experience. Moreover, the digital signage screens can also play multimedia content on it which keep the users engaged and also make their waiting experience pleasant.

Counter Plates

The counter plates are small digital displays that are placed on each counter. Usually these are small elongated LCD screens or LED displays, which display the counter number and also the active ticket number. Such information is very helpful for customer in finding their service counter.

Announcement System/Audio System

As the name suggest, it is a sound system used for customer calling and it can make announcements for the ticket number along with the counter number and any other required details. The audio announcement system consists of multiple speakers which are placed in different location to make the announcements audible for everyone in the waiting area. The announcements can be bilingual i,e English and Arabic or also in any other language.

Queue Management System Software Components

A queue management system software is an intelligent application and a well-crafted control console for the management. The software is used to implement policies, monitoring, and aiding queuing processes as well as it can also help improving various service delivery processes. The usually queue management system have a standard software application which is hosted on a server, it can be hosted in online hosting, cloud, or local/in-premises data center as well. The interactive kiosks, announcement system, digital signage and the agent computers are linked with the queue management system server application. The application also provide the administrative panel and control console. Here are some essential queue management system software components:

Administrative Control Panel
Agent Dashboard
Self-Service Interactive Kiosk User Interface
Digital Signage Controls
Reporting and KPIs Monitoring Module
Statistical Data Analytical Engine
Customer Feedbacks

Here are some popular queue management system software components:

Virtual Queuing Module
Appointment Booking System
Mobile Apps
QR Code Module

Here are the details of essential queue management software components:

Administrative Control Panel

The administrative control panel is basically a control console for the entire queue management system. The businesses can add and manage multiple branches. Multiple system users can be added as per the administrative hierarchy. The businesses can add head office users, higher level managers, branch managers, employees with various access levels, agents and other system users. The administrative control panel makes it easy to integrate the queue management system in the business and organization management and work flow.

The Agent Dashboard

The agent dashboard is the agent control panel. The agent can manage and control queues. They can utilize the customer calling functionality to call customers and make announcements. The service delivery related features can also be integrated in the agent dashboard to improve the service delivery process and quality. The system integration with other systems such as customer data base, sales system, CRM, etc. can be achieved via APIs which is a very secure and most efficient way for such data integration and synchronization.

Self-Service Interactive Kiosk User Interface

The self-service interactive kiosk user interface is the very first touch point of the customer. The customer generates their ticket number from the kiosks and sign-up for their queue. The interface can provide functionality to select from a list of available services as well as it can provide relevant information and any other functionality required for the sign-up such as scanning of the Emirates ID card or making payment for the service, etc.

Digital Signage Controls

The digital signage controls is a part of the administrative control console, it allows the management to run multimedia content on the digital signage screens along with the queuing information and other updates. The signage controls allow the management to perform basic digital signage functionalities to improve the user engagements and interactions during the wait time.

Reporting and KPIs Monitoring Module

The queue management system software has capabilities to monitor and capture data from each and every touch point of the customer journey. It also record valuable statistical data and measures various KPIs and other indicators. Which is very helpful for the management and make them able to make informed decisions on the bases of highly accurate data feeds from various sources.

Statistical Data Analytical Engine

The statistical and data analytical engine is also a part of the reporting module but it is a very useful component. It analyze the data and allow the management to extract the data in multiple format. It also help the management in creating reports with visual and graphical analysis and data presentations.

Customer Feedbacks

The customer feedback is a very important and essential part of business intelligence. It provides a direct window into the customer’s minds. The business can utilize the feedback to evaluate each and every aspect of the customer journey, the quality of the service and products, the employee performance and much more. The customer feedback along with other business intelligence highlights the areas of improvements and enables the management to take actions and make strategies for future improvement to maximize the customer satisfaction and quality of the service and products.

How to Choose a Best Queue Management System?

When it comes to the queue management system there are so many different vendors and systems available in the market. Businesses often get confused when they are selecting a queue management system. There are also some popular brands which advertise their systems with different brand names. However, there are certain things that a business should consider while selecting a queue management system to make sure it will be helpful in solving their problems.

Here are some key points to consider while selecting a queue management system or configuring/customizing a queue management system:

What are the Different Queuing Process Types?

The queuing process is basically managing the queues, streamlining the customer flow and improving customer journey. However there are certain service delivery mechanisms which are different for each business and that is how a business should chose a queuing process for their queue management system:

Single Phase Single Channel Queuing

When a business has single counter which serves each customer and a full service isdelivered through a single counter it is called single phase single channel queuing.

Multi-Phase Single Channel Queuing

When a customer will have to go to multiple counters to get a full service delivery and each counter serves a single step of the service it is called multi-phase single channel queuing.

Single Phase Multi-Channel Queuing

When a single service can be delivered at a single counter and there are multiple counters who can serve the same service it is called single phase multi-channel queuing.

Multi-Phase Multi-Channel Queuing

When a single service delivery requires a customer to visit multiple counters and for each step more than one counters are available it is called multi-phase multi-channel queuing.

How the Branch, Office or Facility Operates?

The capacity of the branch, office or customer service center is also important and it will help you selecting an appropriate queue management system which will meet your needs. Here are some important things that you should understand about the facility:

The Population of the Customers

The population of the customers or daily footfall is classified in two categories, one is limited and the second is unlimited. Facilities like boarding counters and clinic have limited number of expected customer or daily footfall. Facilities like customer service centers and banks doesn’t have a limited or pre-defined number of expected customers or daily footfall.

The Method of Arrival

The method of arrival is also important. Usually business operate on single arrival mode, it means that each customer will come individually. However some businesses are serving customers in group arrival mode. It means the customer will arrive there in form of a large group such as Immigration Services, HR Departments, etc.

The Infrastructure of the Facility

The infrastructure of the facility is also important. A business should consider the number of counters, space for the queues, capacity of the waiting areas, and size and shape of the facility. These things will help business in determining the type of the queue management system as well as the size and quantity of the components require for a cost-efficient queue management system solution.

What are the Benefits of a Queue Management System?

A queue management system can significantly improve the customer journey and provide several benefits which help businesses in improving profitability and ensuring steady growth. Here are some of the major benefits of a digital queue management system:

Reduce Customer Wait Time
Improve Customer Waiting Experience
Improve Customer Journey
Improve Customer Happiness and Customer Satisfaction
Improve Customer Loyalty and Reduce Customer Churn Rate
Organize Queues and Customer Flow Effectively
Automate the Customer Journey
Improve Employee Performance and Reduce their Workload
Improve Resource Management and Reduce Operational Cost
Improve Service Delivery Quality
Collect Customer Feedback
Gather Valuable Business Intelligence
Measure KPIs, Prepare Reports and Improve Future Strategies
Improve Revenue and Profitability
Bring Innovation and Get Competitive Edge

These are only a few benefits of a queue management system. When a business implement a queuing solution they can literally transform the entire customer journey and customer experience which will help them improving service quality and customer retention. The customer happiness improves customer loyalty and customer loyalty help business building good relationship with then and a positive brand image in the market. In a long term a queue management system can provide excellent ROIs.

Conclusion

A queue management system is considered to be an essential part of the service based industry. Especially in Dubai and all around the UAE where the competition is tough and the customers have too many choices, it is extremely important to stay ahead of your competition and ensure ultimate customer experience and customer journey. The happy and satisfied customers are more loyal to the brands and loyal customers can be a great asset for a business. The customer loyalty plays an important role in business growth. In this blog we have discussed the queue management and the queue management system. If you follow the above mentioned guide to understand the queuing process and to assess your queuing needs, you will be able to get a very efficient and cost-effective queue management system. RSI Concepts is a leading name in Queue Management System providers in Dubai, UAE. If you need any more help, feel free to reach us out through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

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